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Review call quality

The Call Review page surfaces every call Maya scored at 2 stars or lower so you can identify what went wrong and take corrective action. Spending a few minutes here each week keeps Maya’s quality trend moving up.

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Before you start

You need the AI CSR module enabled. Calls only appear on this page when Maya’s automated scoring gives them a score of 2 or below. Any team member with AI CSR access can open the review page.

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Steps

  1. In the left navigation, click AI CSR to open the dashboard.
  2. In the Action Required section, click Open review bucket. Alternatively, navigate directly to /receptionist/review.
  3. The Review page lists all calls scored ≤2★. Each row shows:
    • Caller name and phone number, and the date/time of the call.
    • Outcome (Transferred, Message, Dropped, etc.).
    • Score (1 or 2 stars).
    • Failing axes — one or more labels that identify why the call scored low.
    • Call duration.
  4. Use the tabs at the top of the list to filter by failing axis:
    • All — every low-scoring call regardless of failure reason.
    • Hallucination — Maya stated something that wasn’t in her FAQs or was factually incorrect.
    • Source — Maya cited a source incorrectly or couldn’t point to a citable FAQ.
    • Politeness — the conversation tone fell below acceptable standards.
    • Length — the call was too short (possible abrupt disconnect) or excessively long.
    • Escalation — a transfer that should have happened didn’t, or vice versa.
    • Task — Maya failed to complete the expected task (booking, message, transfer) for the call.
  5. Click on a row to open the full call detail and listen to the recording (if call recording is enabled).
  6. After reviewing a call, click Mark reviewed on that row to remove it from the active review queue.
  7. To clear multiple calls at once, check the box on each row you’ve reviewed (or use Select all at the top), then click Mark selected reviewed.

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Result / verify

Marked calls disappear from the review list. The count shown in the Action Required section on the main dashboard decreases accordingly. If the same failure axis appears repeatedly across multiple calls, use the failing-axis tabs to group them and identify a systemic issue — for example, repeated Hallucination flags often mean a FAQ is missing or incorrect.

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Troubleshooting

If you see many Hallucination or Source failures, open Maya Asks and add the relevant questions as FAQs. For repeated Escalation or Task failures, review your transfer rules in Maya Settings to ensure the right calls are being handed off.